Customer Health Score Model

HEALTH SCORE COMPONENTS

Health Score Framework

HEALTH SCORE MODEL

SCORE COMPONENTS:

1. PRODUCT USAGE (Weight: ___%)
☐ Login frequency
☐ Feature adoption
☐ Active users
☐ Usage trend
Score: ___/100

2. ENGAGEMENT (Weight: ___%)
☐ Meeting attendance
☐ Training completion
☐ Support interaction
☐ Communication response
Score: ___/100

3. RELATIONSHIP (Weight: ___%)
☐ Executive access
☐ Champion strength
☐ Multi-threading
☐ NPS/CSAT
Score: ___/100

4. BUSINESS OUTCOMES (Weight: ___%)
☐ Goals achieved
☐ ROI realized
☐ Use case expansion
☐ Contract utilization
Score: ___/100

OVERALL HEALTH: ___/100

Health Score Calculation

Component	Weight	Score	Weighted
Product usage	30%	/100
Engagement	25%	/100
Relationship	25%	/100
Business outcomes	20%	/100
Total	100%		/100

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ACTION TRIGGERS

Health-Based Actions

HEALTH-BASED PLAYBOOKS

GREEN (80-100):
Action: Expansion focus
☐ Identify upsell opps
☐ Request referrals
☐ Case study candidate
☐ Early renewal

YELLOW (60-79):
Action: Monitor and engage
☐ Increase touchpoints
☐ Address concerns
☐ Re-engage stakeholders
☐ Usage review

RED (<60):
Action: Intervention required
☐ Escalate internally
☐ Executive outreach
☐ Emergency QBR
☐ Recovery plan

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